Configure your HR knowledge base

ServiceNow provides a quick and easy way to create and
configure your knowledge base.

It’s time to configure your KB! But before you do, make sure you
prepare for the future. Chatbots and voice recognition software will
need to access your knowledge base before long, so keep this in mind
during your configuration process.

Start out with selecting the knowledge base you will be importing
your articles into. When the HR plugin is activated, you automatically
get an HR knowledge base. We suggest using Human Resources General
Knowledge, but you may have multiple knowledge bases—like multiple
countries or divisions—according to your situation.

To view or create a new knowledge base, within the ServiceNow
application navigator, enter “knowledge base,” and then navigate to
Knowledge > Knowledge Bases.

Step 2: Select your workflows

There are five out‑of‑the‑box process workflows that come with
ServiceNow HRSD.

Figure 9: Out‑of‑the‑box process workflows available in ServiceNow

Choose the workflows for publishing and retiring policies and articles.

In Stage 1, you created your categories. In this step, you will
create those knowledge categories within ServiceNow. From your HR
knowledge base, under Related Links, go to the Knowledge
Categories tab.

Figure 11: ServiceNow knowledge base Categories setup

Update and add the categories you defined.

Step 4: Set your knowledge base for read and contribute access

By default, the HR knowledge base is set to be accessible for all
employee roles, except alumni. You can adjust this if necessary.

Figure 12: ServiceNow knowledge base read and contribute access

Step 5: Import your articles and policies

You’ve already created your template and moved your articles into
that template. Your articles have also been reviewed, approved, and
assigned a category. Now you’re ready to import those articles and
policies into your ServiceNow HR knowledge base using the import
feature. Here’s what you do next: